Customer service quality rating for UK banks

Last Edit: 29/10/18

You may have noticed that UK banks have been publishing the results of a
customer service quality survey. If you have read the fineprint on the banks
websites, you will see that its a request made to them by the Competition
and Markets Authority as part of a regulatory requirement; the Competition
and Markets Authority is a nonministerial government department in the United
Kingdom. The survey was conducted between September 2017 and June 2018 by
GFK (www.gfk.com), and the amount of customers surveyed was 16,012 in total;
the survey has been referred to as an independent survey by the banks. The
participating banks were:

Bank of Scotland

Barclays Bank UK

Clydesdale Bank

Coventry Building Society

first direct

Halifax

HSBC UK

Lloyds Bank

Metro Bank

Nationwide

NatWest

Royal Bank of Scotland

Santander UK

The Co-operative Bank

TSB

Yorkshire Bank

The survey asked a range of questions, such as: Overall service quality; Online
and mobile banking services; Overdraft services; and Services in branches. The
following results were published on the TSB homepage on the 29th of September
2018: